Head of Business Operations - North America - Wise Platform

About the Role

We are seeking a Head of Business Operations to serve as the regional operational engine and strategic lead for Wise Platform in North America. In this high-visibility leadership role, you will transform regional partner operations, improve operational metrics, and automate manual workflows. Your role will involve balancing regional strategy with hands-on execution, driving cross-functional alignment, and directly leading a Partner Operations team.

Responsibilities

• Regional Operational Governance & Turnaround: Own regional servicing performance and SLAs, perform diagnostic assessments, and restore distressed partner operations.
• Cross-Functional Influence Without Authority: Establish matrix leadership over non-direct reporting teams to align roadmaps, capacity planning, and SLA prioritization.
• Product & Engineering Alignment: Build data-driven ROI business cases to convince Product teams to automate operational bottlenecks.
• Customer Success Management: Lead, mentor, and scale a team of Partner Operations Managers, steering operations toward structured, scalable partnerships.
• Commercial Integration & Scaling: Partner with commercial teams to build scalable operational frameworks for new enterprise clients and platform feature launches.
• Incident & Escalation Management: Serve as the senior operational escalation point for Tier 1 bank partners, structuring post-mortems and preventative frameworks.

Qualifications

• 8+ years of fintech & payments operational leadership, with experience in regulated financial services or tech corporations.
• Proven track record of owning and turning around complex operational KPIs (resolution time, handling time, quality scores).
• Demonstrated ability to navigate matrix organizations and drive alignment across non-direct reporting teams.
• Proficiency with data analytics and spreadsheets to conduct cost-per-service analyses and build ROI cases.
• Deep experience handling enterprise/banking relationships, backend payment workflows, and cross-border infrastructure.
• Strategic problem-solving skills to maintain long-term platform strategy amid day-to-day operations.

Additional Information

This is a hybrid position located in New York City, New York, requiring a minimum of 3 days in the office. It is not fully remote.